om-scogo Zendesk Automation
Comprehensive skill for automating Zendesk support workflows and ticket management.
Core Workflows
1. Ticket Triage Pipeline
INCOMING TICKET FLOW:
┌─────────────────┐
│ New Ticket │
└────────┬────────┘
▼
┌─────────────────┐
│ AI Analysis │
│ - Intent │
│ - Sentiment │
│ - Urgency │
└────────┬────────┘
▼
┌─────────────────┐
│ Categorize │
│ - Type │
│ - Product │
│ - Skill needed │
└────────┬────────┘
▼
┌─────────────────┐
│ Route & Assign │
│ - Team │
│ - Agent │
│ - Priority │
└────────┬────────┘
▼
┌─────────────────┐
│ Auto-Response │
│ (if applicable)│
└─────────────────┘
2. Routing Rules
routing_rules:
- name: billing_issues
conditions:
- field: subject
contains: ["billing", "invoice", "charge", "refund", "payment"]
- field: tags
includes: ["billing"]
actions:
- set_group: billing_team
- set_priority: high
- add_tags: ["billing_routed"]
- name: technical_support
conditions:
- field: subject
contains: ["error", "bug", "not working", "crash"]
- field: product
equals: "software"
actions:
- set_group: tech_support
- set_priority: normal
- add_tags: ["technical"]
- name: enterprise_escalation
conditions:
- field: organization
tier: enterprise
- field: priority
equals: urgent
actions:
- set_group: enterprise_team
- set_priority: urgent
- notify: slack_channel
3. Priority Matrix
| Customer Tier | Issue Type | Response SLA | Resolution SLA |
|---|---|---|---|
| Enterprise | Critical | 15 minutes | 4 hours |
| Enterprise | High | 1 hour | 8 hours |
| Business | Critical | 1 hour | 8 hours |
| Business | Normal | 4 hours | 24 hours |
| Standard | All | 8 hours | 48 hours |
Auto-Response Templates
Common Issue Responses
auto_responses:
password_reset:
trigger:
keywords: ["password", "reset", "forgot", "login"]
response: |
Hi {{ticket.requester.name}},
I understand you're having trouble accessing your account.
Here's how to reset your password:
1. Go to {{settings.login_url}}/forgot-password
2. Enter your email address
3. Check your inbox for the reset link
4. Create a new password
If you don't receive the email within 5 minutes,
please check your spam folder.
Let me know if you need any further assistance!
actions:
- add_tags: ["auto_replied", "password_reset"]
- set_status: pending
shipping_inquiry:
trigger:
keywords: ["shipping", "tracking", "delivery", "order status"]
response: |
Hi {{ticket.requester.name}},
Thanks for reaching out about your order!
I've looked up your recent order and here's the status:
{{#if order.tracking_number}}
- Order #: {{order.id}}
- Status: {{order.status}}
- Tracking: {{order.tracking_number}}
- Estimated Delivery: {{order.estimated_delivery}}
{{else}}
Your order is being processed and tracking information
will be available within 24 hours.
{{/if}}
Is there anything else I can help with?
Ticket Management
Macro Library
macros:
- name: request_more_info
actions:
- add_comment: |
Thank you for contacting us. To better assist you,
could you please provide:
1. Your account email
2. Steps to reproduce the issue
3. Any error messages you're seeing
4. Screenshots if possible
- set_status: pending
- add_tags: ["awaiting_info"]
- name: escalate_to_engineering
actions:
- add_internal_note: "Escalated to engineering team"
- set_group: engineering
- set_priority: high
- add_tags: ["escalated", "engineering"]
- notify: engineering_slack
- name: close_resolved
actions:
- add_comment: |
I'm glad we could resolve this for you!
If you have any other questions, feel free to
reach out anytime. We're here to help.
Have a great day!
- set_status: solved
- add_tags: ["resolved"]
Bulk Operations
bulk_actions:
- name: close_stale_tickets
schedule: "0 0 * * *" # Daily
conditions:
- status: pending
- last_update_days: 7
actions:
- add_comment: "Closing due to no response. Please reopen if needed."
- set_status: solved
- add_tags: ["auto_closed"]
- name: escalate_breaching_sla
schedule: "*/15 * * * *" # Every 15 min
conditions:
- sla_breach_in_minutes: 30
actions:
- set_priority: urgent
- notify: team_lead
- add_tags: ["sla_at_risk"]
SLA Management
SLA Policies
sla_policies:
- name: enterprise_sla
conditions:
organization_tag: enterprise
targets:
first_reply:
urgent: 15 # minutes
high: 60
normal: 240
resolution:
urgent: 240
high: 480
normal: 1440
- name: standard_sla
conditions:
default: true
targets:
first_reply:
urgent: 60
high: 240
normal: 480
resolution:
urgent: 480
high: 1440
normal: 2880
SLA Dashboard
SLA PERFORMANCE - THIS WEEK
═══════════════════════════════════════
First Reply SLA:
Enterprise ████████████████████ 98% ✓
Business ██████████████████░░ 94% ✓
Standard █████████████████░░░ 89% ⚠
Resolution SLA:
Enterprise ████████████████████ 96% ✓
Business █████████████████░░░ 91% ✓
Standard ████████████████░░░░ 85% ⚠
TICKETS AT RISK:
┌──────────┬──────────┬───────────┐
│ Ticket │ Customer │ Time Left │
├──────────┼──────────┼───────────┤
│ #45231 │ Acme Corp│ 12 min │
│ #45198 │ TechStart│ 28 min │
│ #45156 │ DataFlow │ 45 min │
└──────────┴──────────┴───────────┘
AI-Powered Features
Sentiment Analysis
sentiment_analysis:
enabled: true
actions:
negative:
- add_tags: ["negative_sentiment"]
- set_priority: +1 # Increase priority
- notify: team_lead
frustrated:
- add_tags: ["frustrated_customer"]
- route_to: senior_agents
- add_internal_note: "Customer appears frustrated"
Intent Detection
intent_detection:
categories:
- name: billing_inquiry
keywords: ["charge", "invoice", "refund", "bill"]
confidence_threshold: 0.8
- name: technical_issue
keywords: ["error", "bug", "broken", "crash"]
confidence_threshold: 0.75
- name: feature_request
keywords: ["wish", "would be nice", "suggest", "feature"]
confidence_threshold: 0.7
- name: cancellation
keywords: ["cancel", "stop", "end subscription"]
confidence_threshold: 0.85
actions:
- route_to: retention_team
- set_priority: high
Integration Workflows
Slack Integration
slack_integration:
notifications:
- trigger: new_urgent_ticket
channel: "#support-urgent"
message: "🚨 New urgent ticket: {{ticket.subject}}"
- trigger: sla_warning
channel: "#support-alerts"
message: "⚠️ Ticket #{{ticket.id}} approaching SLA breach"
- trigger: negative_csat
channel: "#support-feedback"
message: "📉 Low CSAT received for ticket #{{ticket.id}}"
JIRA Integration
jira_integration:
sync_rules:
- zendesk_tag: bug_confirmed
create_jira:
project: DEV
issue_type: Bug
priority_map:
urgent: Highest
high: High
normal: Medium
sync_fields:
- description
- attachments
link_back: true
Analytics & Reporting
Key Metrics
SUPPORT METRICS DASHBOARD
═══════════════════════════════════════
Volume:
Today's Tickets: 156 (+12% vs avg)
Open Tickets: 234
Backlog: 45
Performance:
Avg First Reply: 42 min (target: 60 min) ✓
Avg Resolution: 4.2 hrs (target: 8 hrs) ✓
One-Touch Resolution: 34%
Satisfaction:
CSAT Score: 4.6/5.0 ⭐
NPS: +45
Response Quality: 92%
Agent Performance:
┌────────────┬────────┬──────────┬──────┐
│ Agent │ Solved │ Avg Time │ CSAT │
├────────────┼────────┼──────────┼──────┤
│ Sarah │ 28 │ 3.1 hrs │ 4.8 │
│ Mike │ 25 │ 3.5 hrs │ 4.7 │
│ Lisa │ 22 │ 4.0 hrs │ 4.6 │
└────────────┴────────┴──────────┴──────┘
Best Practices
- Quick First Response: Acknowledge tickets quickly, even if resolution takes longer
- Use Macros Wisely: Personalize templated responses
- Tag Consistently: Enable better routing and reporting
- Monitor SLAs: Set up alerts before breaches
- Capture Feedback: Send CSAT surveys after resolution
- Regular Training: Update agents on common issues